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Question
The Ritz Carlton has Service Values which guide employees in providing its Gold Standard service. One of the service values states "I own and immediately resolve guest problems." The Ritz Carlton management uses _____ to provide customer service.a. training
b. deregulation
c. empowerment
d. commissioning
e. mediating
Answer
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Related questions
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a. lead qualification
b. lead generation
c. sales presentation
d. the close procedure
e. moving through the sales continuum
Q:
Consultative selling:
a. uses limited sales planning
b. uses a "lone wolf" approach to selling
c. sells advice, assistance, and counsel rather than products
d. uses short-term follow-ups, which focus on product delivery
e. emphasizes closing the sale during the sales presentation
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All of the following statements characterize the traditional personal selling approach EXCEPT:
a. Traditional selling focuses on closing sales.
b. Traditional selling uses short-term follow-ups that focus on product delivery.
c. Traditional personal selling takes a team approach to the account.
d. Salespeople sell products not advice and assistance.
e. Proposals and presentations used emphasize pricing and product features.
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Relationship selling is also called:
a. long-term selling
b. win-win selling
c. consultative selling
d. experiential selling
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General Mills is offering resellers a 10 percent discount on all cases of its granola bars purchased during the month of June. General Mills is offering a:
a. trade allowance
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a. functional marketing
b. relationship selling
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a. premium
b. free sample
c. service commission
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c. Sweepstakes are promotions that require participants to exhibit some skill.
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c. trade consumer promotions
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All of the following are types of inputs used in both materials requirement planning and distribution resource planning EXCEPT:
a. source of funding
b. lead times
c. mode of transportation to be used
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a. electronic data interchange (EDI)
b. distribution resource planning (DRP)
c. third party logistics firm (3PL)
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_____ is the direct electronic transmission, from computer to computer, of standard business forms between two organizations. When this technique is used, orders can become virtually paperless, and information about the order is available to both firms.
a. Business prioritizing
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In which logistical component of the supply chain will you find electronic data interchange a common feature?
a. production scheduling
b. transportation
c. order processing
d. materials-handling
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a. Arm's Length
b. Functional
c. Cooperative
d. Hierarchical
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a. Arm's Length
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a. Intensive
b. Selective
c. Exclusive
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c. Yes, supply chain management would be very useful because it relies so heavily on benchmarking.
d. Yes, supply chain management would alleviate all channel conflict.
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Q:
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a. channel of distribution
b. intermediary link
c. physical distribution integration
d. reseller network
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a. intensive
b. multiple
c. exclusive
d. cumulative
e. aggregated
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a. limited distribution system
b. conventional channel
c. vertical marketing system
d. reciprocal channel
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_____ is the efficient and cost-effective forward and reverse flow and storage of goods, services, and related information, into, through, and out of channel member companies.
a. Disintermediation
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_____ are wholesaling intermediaries who facilitate the sales of a product from producer to end user by representing retailers, wholesalers, or manufacturers and providing little input as to the terms of the sale.
a. Marketing facilitators
b. Channel cooperatives
c. Agents and brokers
d. Merchant wholesalers
e. Channel functionaries
Q:
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a. install exchange barriers such as location, time, and quantity
b. create specialization of labor
c. create economies of scale
d. take title to the products they sell
e. raise profit margins for independent middlemen
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a. forward integration
b. contact efficiency
c. elimination of temporal discrepancies
d. sorting
e. reciprocity
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a. creation
b. temporal
c. assortment
d. spatial
e. ownership
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b. discrepancy of quantity
c. discrepancy of assortment
d. demand discrepancies
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